Telephone and voice call support remains a vital component of technical help desk success, contributing significantly to overall customer satisfaction.
As technology develops and customer expectations rise, pressure is mounting on manufacturers to provide quality technical support to their customers, whenever and wherever they need it.
In recent years the popularity of text-based live chats has increased, but research shows that voice remains a key component of the after-sales support package.
As well as offering a good cost–per–resolution dynamic, the person-to-person interaction of a phone call offers distinct advantages over web chat or FAQ solutions.
Most notably, while webchat may be effective at dealing with simpler issues, 66% of customers expect an immediate resolution to their issue, regardless of complexity.
This means telephone support remains key for overall customer satisfaction.
Running an in-house technical help desk is often the go-to solution for companies facing these challenges.
However, there are four key reasons why businesses should consider outsourcing this important function:
Qcom has a network of fully trained technical help desk agents and support engineers available to be use by manufacturers, distributors, integrators and reseller channels.
From call logging to technical fault resolution we offer a range of flexible solutions to suit your business.
You can read more here about how effective technical contact centre functions, including help desk, can transform customer engagement for technology companies.
Or read more here about our full range of aftermarket services here.
Or contact email@example.com or call +44(0)1905 827650 to discuss your technical help desk and support requirements.